Executive Director, Contact Center

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

About the role

Trustmark is looking for a Executive Director, Contact Center.

Responsible for leading the strategic direction, operational discipline, and performance management of the VB contact center function. Accountable for developing, implementing, and continuously improving a structured, metric-driven contact center operating model that supports service excellence, efficiency, accountability, and a consistent customer experience. Own key service metrics, staffing models, workforce planning, quality expectations, escalation processes, and continuous improvement initiatives. Support change management efforts as the organization transitions into a more disciplined, data-driven, and operationally consistent contact center environment. Leads through managers, drive cross-functional change, influence senior leadership decisions, and ensure the contact center function evolves into a disciplined, measurable, and well-operated business function.

Key Accountabilities:

Strategy

• Lead the overall strategy, execution, and continuous improvement of the contact center function, ensuring alignment with business goals, customer experience expectations, operational standards, and leadership priorities.
• Design, implement, and maintain a structured contact center operating model, including defined workflows, service standards, escalation paths, quality expectations, performance metrics, reporting cadence, and manager accountability practices.
• Build scalable customer service capabilities that enabled the contact center to efficiently support new product introductions while maintaining service levels and customer satisfaction.
• Own and develop contact center metrics and performance dashboards, including but not limited to call volume, call handling time, hold time, service levels, abandoned calls, productivity, quality, customer satisfaction, schedule adherence, and other operational measures.
• Lead organizational change efforts related to the implementation of new contact center processes, reporting tools, performance expectations, staffing models, technology enhancements, and service delivery standards.

Operations

• Establish clear performance expectations for managers and teams, ensuring leaders can independently manage day-to-day operations, coach employees, address performance concerns, and drive accountability within the established model.
• Partner with senior leadership and cross-functional teams to identify opportunities for automation, process improvement, system enhancements, and customer experience improvements.
• Create, manage, and refine staffing models, capacity planning practices, budget recommendations, and resource allocation strategies to ensure appropriate coverage based on business volume and service expectations.
• Establishes and maintains a highly structured operating environment with clearly defined performance expectations, procedures, service standards, productivity requirements, quality measures, and accountability practices.
• Develop and oversee action plans to address performance gaps, operational inefficiencies, service level risks, training needs, and process inconsistencies.
• Establish and maintain policies, procedures, internal controls, and operational standards to ensure the contact center function operates in compliance with company expectations, regulatory requirements, and applicable internal control frameworks, including ICFR-related processes where applicable.
• Provide financial stewardship for the contact center function through budget development, expense management, workforce planning, vendor oversight, and cost optimization strategies while balancing service levels, customer experience expectations, and business objectives.

Workforce Management

• Foster a culture of accountability, professionalism, continuous improvement, customer focus, data-driven decision-making, and leadership ownership.
• Establishes objective performance scorecards and reporting mechanisms to ensure operational decisions are driven by data
• Lead hiring, performance evaluation, talent development, succession planning, and, when necessary, corrective action processes for direct reports and leadership team members.
• Other duties as assigned.

Minimum Requirements:

• Bachelor’s Degree and 12+ years of related experience OR High School Diploma or GED with 14+ years of related experience.
• Experience in a high-volume, multi-channel contact center environment.
• Strong business judgment and ability to use data to identify trends, diagnose operational issues, and recommend effective solutions
• Strong analytical skills with the ability to interpret data, develop insights, and translate findings into actionable business plans
• Experience working closely with executive leadership.

Preferred:

• Experience leading teams of 150+ employees.
• Experience implementing contact center technologies, automation, or AI-enabled solutions.
• Experience leading large-scale operational, process, and organizational transformation initiatives.
• Strong analytical skills with the ability to interpret data, develop insights, and translate findings into actionable business plans.

The compensation range for this role is (based on the corporate location in Lake Forest, Illinois):

$136,933 - $204,463 per year

The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market.

Brand: Trustmark

In addition to compensation, we offer a comprehensive benefits package that includes: Health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.  For questions about compensation and benefits, please speak to the Recruiter if you decide to apply and are selected for an interview.

Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business.  We are an equal opportunity employer, including disability and protected veteran status.